CONDOR MOVING SYSTEMS

Additional compensation is not applicable under the terms and conditions of the agreement other than what has already been refunded for the late delivery in the amount of $

Complaint: ***
I am rejecting this response because: I was under the impression my items would be put on the schedule to be shipped ASAP since I've already been waiting monthsI paid the amount in full on the 1st, yet I still have to wait another weeks for my items to come hours awayWhen I didn't have the money to pay the movers, the turnaround time was sooner, but now that they've been paid I'm still at a standstillIf I don't receive my things by Monday I will go forward with the arbitration and have my bank reverse the chargesAt this point I'm ready to cut my losses and communication with this company.
Regards,
*** ***

*** *** we have been in touch with you regarding the additional charges both verbally and via email explaining the additional fees. I have sent over all documentation pertinent to the additional charges and storage fees. The days free storage is offered only in our Texas warehouse, once your goods have been shipped days free storage is not applicable. Initially, you advised us in writing at the pick up you were ready to accept delivery as of 9/6/(See Attached Folder Cover) We placed your goods in transit on 9/8/and have 1-business days to deliver(See #in attached Terms and Conditions) When the driver called to confirm your delivery on 9/you advised your place was not ready. We contacted you on 9/to see how you wanted to proceed and advised you must take delivery of your goods or we would have to place them in storage; hence costing you additional monies in redelivery fees and storage fees. Jesse encouraged you to obtain a public storage for us to deliver releasing Condor of possession and liability and your only financial obligation would be to pay your balance in full prior to unloading as per our initial agreement. At that point you advised Jesse you did not have the funds to pay for your relocation. Unfortunately, the only option at that point was to store your goods of which you were advised of storage fees and redelivery fees both verbally and in our written agreement attached to this response (#in attached Terms and Conditions)We attempted delivery a second time after receiving word you were ready to receive your ite*** The driver contacted you to arrange the delivery and confirm; however, you told him you could only receive your goods on November 1st. We cannot guarantee days for delivery as we have 1-business days to deliver your goods from the first day you’re ready to receive them. (#in attached Terms and Conditions) At this point, your goods are still in storage and storage fees will continue to apply each month your shipment remains in storage as we cannot absorb this cost on your behalf. The redelivery fee of $is also applicable to cover the driver’s cost and labor of attempting your initial delivery and expenses associated with dispatching again once you are able to receive your goods and fulfill your financial obligation to CondorYour balance and storage are due in full prior to dispatching your shipment again(See attached invoice) Storage will be charged again December and so on, first of every monthWith regard to the overweight charges, you were advised pre-loading and signed for the additional charges at pick up. (See attached bill of lading) You initially contracted us to move items and we picked up items (see attached inventory) increasing your weight and shipping cost. We have been waiting to hear from your legal counsel to further discuss after emailing you all documents pertinent to the additional charges and storage fees. Please understand we are not charging you for anything not previously agreed and advised on. Upon full payment and associated storage and redelivery fees we will deliver your goods.Best Regards, *** ***Sales ManagerCondor Moving Systems** *** ***
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Mr***,
We are sorry to hear that you had damaged items during your move with Condor Moving SystemsPlease visit our website at www.condormovingsystems.com on the top menu click the customer service tab and below click File a ClaimThis will allow you to file a claim for the damaged
items directly from our website
We apologize that you did not get prompt answer when you called inYour feedback will be shared with our team
Best Regards,
Condor Moving Systems

Complaint: ***
I am rejecting this response because: whoever the delivery driver was that contacted me was very disrespectful and rude, no
one in dispatch is communicating with the drivers about delivery dates or times, and if I don't have access to my house until the 31st then that needs to be understood and passed on accordinglyThe driver told me that they would be delivering my items tomorrow when the 31st is MondayI should receive a call from a delivery driver either Sunday or Monday for payment upon delivery and a ticket with the exact weight of my items onlyThank you
Regards,
*** ***

Dear *** ***, Thank you for choosing *** *** *** for your most recent relocation. We are sorry to hear the service did not meet your expectations; however, we appreciate your feedback as we are constantly looking ahead to improve the service our valued customers receive.
Unfortunately, we are not permitted to reconnect appliances and/or anything electrical as per our agreement. We are restricted to moving furniture only as our crews are trained as movers and this is what our liability covers hence the policy is in place for your protectionAll of our foreman carry their own set of tools, sometimes there are instances when a special tool is needed to reassemble they may request this from you or to expedite the reassembly process they may request a second set. We take many precautions to insure there is minimal to no damage to furniture and personal property; unfortunately, due to the nature of this industry sometimes these things can happen. Please file a claim at the link below or visit our website under “Resource Center”. If you still require assistance in this regard, please contact *** *** at extension *** or at *** for further assistance this way you have a direct point of contact. *** On behalf of the staff at ***, we thank you again for choosing us as your moving company and look forward to assisting you in any way we can moving forward. *** *** ***

Dear Mr*** Thank you for your business and your feedback on your experience with Condor Moving Systems. I reviewed the details and charges on your order. There were no additional charges except for the shuttle fee and additional packing to secure fragile items on the day
of the move which totaled $185. Shuttle is only implemented when there is no access for an wheeler at delivery due to space or street restrictions. The shuttle process/fee is explained in our agreement and you verified access at the time of pick up. "Is there access for a 53' trailer at delivery?" is one of the few important questions we ask customers to address in writing at the time of pick up since it can potentially cost the customer more money. We make every effort to ensure customers are well informed of the relocation process and potential accessorial charges both in a verbal assurance statement at the time of booking, via the agreement signed by the customer at the time of booking and in a short "questionnaire" filled out by the customer at the time of pick up as we understand moving can be very stressful for our customers and we try to alleviate any added stress. In reviewing your charges however, I did find an accounting error in which your $winter special was not applied to your total bill leaving you with a credit of $200. A credit to your credit card was processed todayWe apologize for this oversight as it was not intentional. Thank You Condor Moving Systems

We wanted to contact you to see what we could do to correct the situation if there was any error on our part are you rejecting that we contact you please let us know.

Thank you for your feedback on your most recent relocation with Condor Moving Systems.   The total cost of your move before the discount was applied was $2,681.93 of which only $372 was for packing materials and labor.  Packing services are optional.  Your agreement with Condor...

was for our crew to pick up 20 items/2,000 lbs.  On the day of the pick up the crew picked up 55 items/2800lbs causing your price to increase as per our agreement (attached).  I’ve highlighted the portion in your agreement that discusses the charge for additional items/weight to reference. The initial estimate provided is as accurate as the information the customer provides to Condor.  10 business days is the standard non-guaranteed transit time; unfortunately, we were late delivering the items and offered Mr. Snyder the late delivery fee of $15/per day as highlighted in our agreement plus added an additional $100 for the inconvenience.  The total discount was $295.00 off the transportation cost, well above what the contract deems necessary.  Condor Moving Systems does not subcontract any move, we have hauling agreements with owner/operators, a very common practice in the moving industry.  The driver/crew follow our agreement to the letter and essentially work for Condor Moving Systems when they have our shipments on their truck.  All customer service, claims and billing is thru Condor Moving Systems from start to finish.  Condor Moving Systems does offer up to 150’ feet for free from where the truck can park to the front door of the customer’s house/dwelling.  We offer a 24/7 after hours customer service line to address these types of concerns on the rare instance they arise either at the delivery of pick up.  Had we been made aware at the time of delivery we could have corrected the driver’s mistake at that time.  Thank you again for your feedback and choosing Condor for your move to Rhode Island.  All applicable discounts have been applied to your move.  Tell us why here...

Complaint: [redacted]
I am rejecting this response because: List I gave them is not the list they have on file and I was told that that would be plenty of weight to cove my move. According to the paperwork given to me at time of delivery said 75" not 150" that my agreement stated. I am totally disgusted with the lack of professionalism this company employee
Regards,
.
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Condor Moving Systems caused substantial damage to my belongings during the move and they refuse to compensate me fairly without explaining why the damages are not covered. The damages are worth more than 3000$ and they have offered me a paltry $111, while my contract included full value protection upto $43416.00 with a $500 deductible. They refuse to even explain why my damages are not covered (neither Anthem nor Condor moving systems). The state of my goods when they arrived was extremely deplorable. Condor moving systems neither seem to regret their poor quality of service nor want to compensate me for my loss. The only option I have been given is to go through arbitration for which I have to pay for the arbitration company and the attorney fees besides the time I will have to spend on it. It seems a perfect way to dodge from compensating the affected consumers knowing very well the consumer has neither the time nor the resources to pursue this further. The only way these businesses will realize their error is if future customers stay away from their shoddy and unethical business practices.    
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have yet to see an exact weight of my items despite the quote. My military legal rep made contact to try and see exactly what the weight of my items are and the location of the storage where my things are. Once I get an approximate weight I'll be able to pay for my items being transported to an unknown location without my permission. My calls weren't returned when I had my own storage, so that's how I ended up having to use the company's. 
Regards,
[redacted]

Thank you for your business and your feedback.  In researching your complaint, the driver determined a shuttle was required to facilitate the delivery due to limited access and narrow drive; hence, requested $450 as per our agreement which covers the cost of a small truck rental, additional...

time and labor fees. Shuttle charges are explained and addressed in our signed agreement of which I am attaching for review (see # 8 under Terms & Conditions) [redacted] processes claims within 30-45 days of receipt as they are extremely efficient- Federal law allows up to 120 days to process an interstate moving claim.  [redacted] received pictures from [redacted] but never received the claim form with the amounts being sought for each item.  [redacted] requested via email for claim form to be submitted on several occasions: 9/21/16, 11/10/16 and 11/16/16.  As of December 2, 2016 the claim was denied pending receipt of claim form.  [redacted] cannot assess a claim based on picture submissions only as proper procedure must be followed and applicable to all our customers.

We have resolves the issue with our customer internally.  [redacted] has paid in full and will receive her delivery within 10 business day from December 1st.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
My first thing I have too say to this response is this is all a lie. Ive called these people many times left my number with two people and asked to speak with a manager and still to this day I have yet to recieve a call back from them. They said they brought a crew which is also a lie my wife said it was a one man job and the man said he couldnt do what we paid for cause he had a bad back the exact words that came from him. I got into contact with a man by the name of [redacted] and told him I just gotten back from deployment and they needed to come by and get someones crib that was misplaced anf he said he would give me an email and call me on the day of pick up. I recieved an email and no call came on the day of pick up and never heard anything about it again until I called and complained. But this issue is still on going I have yet to get another from anyone and this business, from a call or even an email saying sir were doing all we can to find your misplaced boxes. I just feel nothing but anger when I read this message saying they did this and did that. I think a man that supports his nation in the military should be helped just a little bit thats all I ask nothing more but im not getting that what so ever. If the issue doesnt get resolved I will be forced to try and take this higher than it already has gone and im not trying to do that. Im tired of the lies and games, it needs to be fixed.
Regards,
[redacted]

On Monday, August 14, 2017 [redacted]’s claim had already been reviewed and settled by [redacted] as of August 8, 2017.  [redacted] is a third party claim management company specializing in household goods transit damage.  [redacted]’s claim was reviewed by a qualified analyst certified by the...

American Moving and Storage Association.  Their recommendations are consistent with our tariff and supportable under applicable federal and state law.  I have attached [redacted]’s initial recommendation for reference.  All claims are final; however, in good faith our operations manager reviewed [redacted]’s claim and offered a $900 settlement, $500 went towards the deductible and $450 awarded to [redacted].  A release was sent for approval after a verbal agreement was initiated to this settlement adjustment on August 18, 2017.  I have attached the release for reference as the document only releases [redacted] from any further financial responsibility in regard to transit damage claims.  The document does not forbid or regulate [redacted] sharing her experience.  We have not issued the claim check as we have yet receive the signed and notarized release. We understand moving can be very stressful and there is a lot of information to manage; therefore, we provide a personal moving consultant to every customer that is available 24/7 along with our after hours service that [redacted] had full access to.  An agreement detailing the service provided and all potential accessorial charges was also implemented prior to the pick up to insure [redacted] was well informed, I am attaching a copy for reference. [redacted] was not charged for tape or mattress boxes.  The mattress boxes were provided free along with an additional linehaul discount as the pick up was rescheduled to the very next day due to unforeseen circumstances. The movers wrap the furniture with heavy duty moving blankets and tape is used to secure the blankets in place as to provide the best protection for the furniture.  [redacted] is a full service moving company, not a broker, we have hauling agreements with owner/operators- a very common practice in logistics and transportation.  The drivers may obtain labor from affiliates in the area or Labor Ready if needed. [redacted]’s furniture was picked up and transferred to an 18 wheeler for delivery to Denver.  The furniture was not transferred more than once and the furniture was never unwrapped until delivery.  Upon the driver’s arrival to the delivery location he assessed the trailer would not be able to maneuver into the complex safely; hence, we did have to facilitate a shuttle because there was no access for an 18 wheeler to park inside the complex.  Accessorial charges, such as shuttle, are discussed in your agreement (attached).  Shuttles are often unforeseen and avoided as much as possible, unfortunately sometimes they are necessary especially when there is no place for the 18 wheeler to turn around inside a complex such as [redacted]’s.  Payment and signature of receipt of your shipment is required prior to unloading as per the agreement and is standard practice in the moving industry.  [redacted] accepted a binding estimate, we are not required to obtain a weight unless requested.  The drivers take an inventory of the shipment at the time of loading.  The inventory list and a bingo sheet are referenced during the unloading; however, each shipment is color coded to easily distinguish one shipment from another.  We recommend allowing our crews to pack fragile and/or electronics such as TV’s; however, [redacted] declined professional packing of the TV.  We did not professionally pack the TV and cannot know the condition of the TV prior to it being packed by owner.  All applicable customer service adjustments and discounts were applied to [redacted]’s account. Thank you again for your feedback and choosing [redacted]. Attachments Include:Signed AgreementInitial Claim Letter from [redacted]Release

Thank you for providing [redacted] feedback on your most recent relocation with [redacted].  The delivery was late and a balance adjustment was made at the time of delivery of $15 per day as per the agreement accounting for every day the shipment was late in arriving.  The...

wardrobe boxes were extremely heavy and due to the weight of the boxes the boxes ripped leaving the boxes not secure enough to move your personal belongings safely.  The driver used [redacted] packing material that was readily available to re-pack the 2 wardrobe boxes into 4 medium sized boxes.   Our medium size boxes are larger than a medium box one would find available to the public as they are specifically designed for moving companies and are larger and much sturdier; hence, upon delivery instead of receiving 62 items as listed on your inventory you received 64 items.  In light of this, if you still feel items are missing please file a claim on our website at [redacted] under "Resources".  Thank you again for your feedback and for choosing [redacted].

We appreciate you're providing feedback with regard to the delivery.  Once you've submitted a claim, qualified analysts with [redacted] certified by the [redacted] [redacted] will review the claim information.  [redacted]'s is a neutral third party  utilizes to analyze our claims, their recommendations are consistent with our tariff and supportable under applicable federal and state law.  Thank you again for your feedback and for choosing [redacted] for your relocation.

Thank you for your feedback [redacted] in regard to your most recent experience with [redacted].  Attached please find a call log of the calls made to our office in an attempt to reach [redacted].  The calls were all placed after our “normal” office hours of 8:30-5:30...

CST.  With that said, [redacted] replied via email on April 2nd at 9:21pm via email to your calls placed to our office after hours that same day @ 6:53pm, 7:24pm and 8:28pm.  The following morning on April 3 an email was sent addressing the concerns in your calls on April 2nd as promised by [redacted].  On Saturday, April 7th [redacted] spoke to [redacted] our operations manager over the phone in regard to his concerns as [redacted] was out sick Friday April 5 and was not able to formally reply until her return on Monday April 9.  On Monday April 9th [redacted] sent the claims email and a separate emailing reiterating what was discussed between [redacted] and the operations manager on Saturday April 7th when [redacted] called the office after hours.    Additionally, during the conversation with the operations manager on Saturday April 7th [redacted] advised we accidentally delivered a box that did not belong to him.  Since then we have requested the information on the misdelivered box twice of which we have yet to receive so we can arrange for a UPS pick up and return the box to our customer.  Condor would like to relieve [redacted] of the box and return to its proper owner.  (Correspondence attached)  [redacted] formally submitted his claim on Wednesday April 18 thru our claims department.  The claim submitted did not include mention of broken china as mentioned in the Revdex.com complaint.  [redacted] also did not professionally pack any china.  The claims department will determine the monetary reimbursement,if applicable, for the items included in the claim submitted.  The claims process is on average 90 days; however, federal law does allow up to 120 days to adjust a claim.  Thank you for choosing Condor for your most recent relocation.  If [redacted] requires additional assistance our office, including [redacted] [redacted], is happy to help.Thank you,[redacted]